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Salary: USD 20 - 25 / hourly
Devoted Health is seeking a Member Service Guide (Flex) to serve as a primary point of connection for members navigating healthcare. This is a remote, full-time role based in the United States.
In this role, you will engage with members across multiple channels—voice, video, SMS, chat, and digital messaging—with empathy and professionalism. You'll help members understand benefits, find providers, schedule appointments, and translate complex healthcare information into clear, actionable guidance. You may be placed into one of several profiles: Inbound Member Service Guide, Outbound Member Service Guide, Care Access Guide, Digital Guide, Pharmacy Guide, or Member Outreach Specialist.
Key responsibilities include:
- Engaging members across all communication channels with deep empathy and care
- Helping members navigate benefits, locate providers, and schedule appointments
- Conducting proactive clinical outreach and identifying escalation paths
- Leveraging data, internal systems, and an AI Guide Assistant to deliver fast, accurate solutions
- Adhering strictly to HIPAA guidelines and compliance regulations
- Meeting established productivity, quality, and performance metrics
- Flexing between inbound, outbound, and cross-functional programs as business priorities evolve
- Applying real-time feedback and coaching to drive personal growth
The role requires flexibility and adaptability. You'll work extended hours to ensure members can reach support when needed. Seasonal schedules vary: April–September (Monday–Friday 8 AM–2 AM ET, Saturday 8 AM–11 PM ET); October–November (Sunday–Saturday 8 AM–2 AM ET); November–March (Sunday–Saturday 8 AM–1 AM ET). Your assigned shift will be 8.5 hours (including a 30-minute lunch break) within these windows, with most shifts falling in standard daytime and early evening hours. Schedules are subject to change based on business needs.
Devoted Health's mission is to dramatically improve the health and well-being of older Americans by caring for everyone like family. The company operates a robust, integrated care platform merging advanced data and AI with clinical and service experiences.
REQUIREMENTS:
- 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment, with a proven track record of building trust and professional relationships
- Genuine passion for improving the healthcare experience; you care deeply about people and are motivated by making a difference
- Ability to work a flexible schedule based on business needs, including potential seasonal adjustments
- Exceptional interpersonal and communication skills with high emotional intelligence; ability to adapt your tone to any situation and make people feel heard
- Ability to de-escalate intense or emotionally charged interactions with empathy and composure
- Comfort working alongside AI-powered tools and digital platforms
- Flexibility and adaptability; ability to pivot quickly between priorities and embrace process changes
- Strong multitasking ability; ability to listen, talk, and type simultaneously while maintaining accuracy and presence
- For bilingual roles: Professional fluency in both English and Spanish (written and oral) is required
DESIRED SKILLS:
- Experience in a contact center or call center environment
- Experience in healthcare, health insurance, or Medicare Advantage
- Experience working in highly regulated environments with HIPAA guidelines
- Proven ability to navigate multiple software platforms simultaneously
- Experience using effective stress management techniques in emotionally demanding situations
- Track record of applying feedback quickly and demonstrating visible growth
